COVID-19: Building on a trusted platform

The Challenge for Communications and Media

All industries are affected by COVID-19, but Communications and Media companies are generally well positioned. They are mobilizing to adapt to demand changes and will play a critical role in supporting governments, consumers and businesses during the uncertain times ahead.

June 2020: Building on a trusted platform

As lockdowns have been imposed across the globe in response to the COVID-19 pandemic, consumers have turned in huge numbers to digital channels for entertainment, information, education, and to stay in touch with family and friends. In combination with the rapid move for many to working from home, it's led to a whole new emphasis on the importance of the offerings that media companies and communications service providers (CSPs) deliver.

As the world enters a new phase, we wanted to find out how consumers have assessed providers during the pandemic, and what they might look for in the future. To do that, we surveyed more than 4400 consumers located in 12 countries across 5 continents.

Explore how, in their response to the early days of the pandemic, CSPs and media companies have built trust by playing an integral role in consumers’ wellbeing, their ability to keep in touch with family and friends and stay productive in their work.

March 2020: How to manage now

With COVID-19, the time to act is now. Deferred decisions and delayed actions have immediate and longer-term business consequences. To minimize business disruption, protect employees and serve customers, Communications and Media organizations must take steps to be able to dynamically adapt to rapidly changing consumer and business needs, and global and local conditions.

In addition to creating an Elastic Digital Workplace for their people, Communications and Media organizations are assessing and quickly mobilizing their COVID-19 responses to:

Customer intimacy

Ensure online commerce is easy and convenient for both consumers and businesses as demand shifts from physical to digital

Proactively engage with customers, keeping them informed of relevant updates and support services

Set up a design studio facility to analyse customer data, understand needs and leverage this to enrich service catalogue and customer offers

Support cash flow challenged consumers and businesses

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What's next for communications and media companies?

Accenture’s COVID-19 Response Center Framework includes specific market actions, differentiated assets and capabilities, and innovative technology enablers to help support our Communications and Media industry clients, their people and businesses.

Our people, proven accelerators and ecosystem partners are available to help enable a rapid response.

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